IT STATEWIDE MANAGER 3 - Enterprise Imaging (EUC EC)

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration/Office of Technology Services has a vacancy for an IT Statewide Manager 3 in the End User Computing Section. This position is part of the Office of Technology Services, which aims to be a responsible partner in delivering innovative, effective, and reliable IT solutions for Executive Branch Departments. The office focuses on increasing the return on the State’s investment in technology through smart decision-making, problem-solving, project success, and fostering a skilled staff. The incumbent will oversee assistance with customer requests, incidents, and problems from in-scope agencies. Responsibilities include administering the service management system, device configuration management (security, threat, patch, policy), user profile management, network printing systems, user and computer account management, and security group management. The role involves monitoring Service Level Agreements, performing root cause analysis, identifying automation opportunities, coordinating with third-party vendors, managing hardware and software inventory, and planning staff training. The position also involves evaluating new technology solutions, participating in bid specifications, and providing centralized administration and support for statewide operations, resolving complex problems, and escalating as needed. The Division of Administration serves as the state government’s management arm, handling financial operations, capital construction, grants, budget development, technology services, and purchasing guidance.

Requirements

Seven years of experience in information technology or administrative services; OR Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR An associate’s degree in information technology plus five years of experience in information technology or administrative services; OR A bachelor’s degree plus five years of experience in information technology or administrative services; OR A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology or administrative services; OR A master’s degree plus four years of experience in information technology or administrative services.
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.
Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education).
Resumes will not be accepted in lieu of completed education and experience sections.
Applications may be rejected if incomplete.
Prior to a new hire, a background check, including criminal record history, will be conducted.
A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers.
Prospective employees may be subject to pre-employment drug testing.
New hires will be subject to employment eligibility verification via the federal government's E-Verify system.

Nice To Haves

Participates in administering the service management system and all device configuration management including device security and threat management, device patch and policy management, user profile management, network printing systems, user and computer account management, and security group management activities.
Monitors adherence to established Service Level Agreements and performs root cause analysis and management of ongoing or reoccurring problems to identify more permanent solutions.
Identifies opportunities for process automation for statewide user systems administration.
Coordinates engagements with third party vendors to provide support, repairs and system implementations.
Manages hardware and software inventory tracking and reporting for all computers, laptops and tablets statewide.
Plans and coordinates staff orientation, training and education.
Evaluates new technology solutions, requirements and costs and makes recommendations to management.
Participates in preparing specifications and conducting evaluations for bids to secure hardware, software or services.
End User Technology – Provides centralized administration and support of backend systems used to manage overall statewide operations.
Resolves ongoing problems that cannot be completed by the Service Desk or Field Operations teams.
Escalates to other teams across OTS and third parties as needed.
Key functions include: Service Management system configuration and administration, Active Directory object administration, endpoint security administration, endpoint configuration management, print server administration, inventory management, root cause analysis and problem management, application virtualization, and technology deployment.

Responsibilities

Manages a team of centrally located technical support and management consultant personnel and activities of the OTS Systems administration unit by assigning tasks and monitoring various daily operating functions.
Oversees the performance of third party support activities and all EUC functions including problem determination, root cause analysis and resolution to ensure ongoing problems are resolved and defined Service Levels are being met.
Assists with administration and configuration of Service Management systems, Active Directory, endpoint security, endpoint configuration management systems, print server management, software inventory and hardware inventory.
Coordinates escalation of incidents and other interaction with higher-level technical support staff.
Makes recommendations and provides guidance for industry best practices and processes that should be implemented.
Assists with developing automated processes for statewide End User Computing tasks.
Represents the Deputy Director in meetings and may act as the Deputy Director in his absence.
Acts as a systems management subject matter expert for staff and other functional areas of OTS.
Provides guidance, training and coaching for staff to improve skills and performance.
Assists with resolving daily issues as needed when problems arise or increases in staff workload negatively impact service levels.
Manages the consolidation effort to centralize 11 separate configuration management systems into a single system.
Manages the consolidation effort to centralize 8 separate service management systems into a single system and expand to include all OTS in-scope agencies.
Assists with performing technical assessments of new technologies and developing technology standards for hardware, software, and support operations, establishes requirements and costs and makes recommendations to management.
Assists with managing testing and customization of end user equipment and software to meet in scope agency needs.
Participates in preparing specifications and conducting evaluations for bids to secure hardware, software or services.
Advises Management on issues and problems that are discovered through the monitoring of daily activities.
Assists in developing a proactive response process so that problems can be correctly detected and solutions are identified as early as possible.
Assists with defining the daily operations strategy and recommends procedures for EUC operations.
Participates in meetings with supervisors, technical, and program office staff.
Documents procedures and knowledge articles as a support reference for staff.
Completes continuing education, supervisory training, and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks.
Conducts staff Performance Planning and Evaluations and responds appropriately and timely to positive and negative areas of performance.
Coordinates staff schedules and approves or disapproves leave.
Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff.
Performs all other tasks, special projects, analysis, studies, and plans as directed.